Customer Escalations Expert

**About Ergeon**:We are disrupting the trillion-dollar construction industry with technology, making it possible for almost any profession to operate remotely. Our company is the only startup combining the strengths of technology and remote work to solve the challenges of residential construction.Unlike most other products and services, hiring a contractor for a home improvement project is very far from a 1-click experience today. Ergeon aims to empower skilled local contractors with human and technology-powered services to make home improvement easy. We take a full-stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.With the belief that everyone has a right to professional growth and respect regardless of their location, we proudly have staff (aka **_Ergeoneers_**) in over 40 of countries, with a great score and recommendation rating on Glassdoor. Come join us to make construction friendly and accessible**Ergeon: (er - g- eon)**Erg = unit of work or energyEon = billion yearsErgeon is founded by CS Ph.D. serial entrepreneurs Jiayue (Jenny) He and Odysseas Tstatalos. They picked this name to symbolize their joint passion for using tech to revolutionize work.**Overview of the Role***:**We are looking for a driven and experienced Associate Project Manager to work in our Operations team as a Customer Escalations Expert. As the SME for CX Escalations, you will be responsible for managing and resolving customer issues to ensure their satisfaction with our products and services. The Associate Project Manager will collaborate closely with cross-functional teams to identify root causes and develop effective solutions for improving the overall customer experience.**:**Responsibilities**:- Oversee metrics related to escalations, cancellations, delivery margin leakage and warranties.- Works closely with Sr PMs, AR, Field to maintain escalation resolution TATs under 90 days.- Follows up on complex CX escalations by taking over from Sr PMs for the more complex cases.- Support weekly House escalation meetings.- Handles escalations exceptions (Eg. write offs, release agreements prep, communications with CSLB, BBB, etc).- Participates in the weekly cross-functional escalation meeting.- Support plans to turn around 1 to 3 star Public Reviews, CSLB and BBB complaints, and follow up until resolved.**Desired Skills and Experience**:**Must have**:- 2+ years experience handling escalated customers.- Experience handling negotiations with both internal and external customers and installers/contractors.- Strong communication skills with the ability to communicate effectively with customers and cross-functional teams.- Excellent problem-solving skills with a track record of resolving complex customer issues.- Strong attention to detail and the ability to prioritize and manage multiple tasks simultaneously.- Excellent written and verbal communication, interpersonal, and relationship-building skills.- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.- Detail-oriented with strong organizational skills to complete and appropriately document tasks in multi-step processes.- Tech savvy and quick to interface with multiple programs/websites/spreadsheets at once.- Ability to handle stressful situations/interactions with customers.**Nice to have**- B2B Negotiation experience.- Prior knowledge in home services.- Prior experience in construction project management.**Technical Requirements**:**Good Laptop setup with Chrome browser**- Minimum of 8GB RAM- Minimum processor:- For Intel variants of CPUs:- Core i3 8000 Series (8th Gen) or higher- Pentium N5000 series (Quad-core variant) or higher- Celeron J5000 series or higher (quad-core variant)- For AMD variants of CPUs:- Ryzen 3, 3rd generation or higher**Stable high-speed internet connection**- At least 5mbps upload and 20 Mbps download**Headset**- With a noise cancelling microphone**Power backup**- 250-300W UPS**Data availability**- Ability to access up to 1.5GB of data per day during storm outages**Compensation**:Monthly salary between $**$2,150-$2,450** **USD, depending on experience and location.- Your final compensation will depend on your placement on our Career Ladder and will be calculated hourly.**Additional important information**:**Location**- This is a 100% remote position, for people located in the countries listed here**Availability**- This position is full-time with expectations of at least 40** **hours per week**.**:- Working hours will be set within Monday through Sunday between 7:00am - 6:00 pm PST/CST/EST.**Bootcamp**- Training period of 5 weeks including: Jr PM Bootcamp, 1-1 sessions, constant mentoring, teamwork, practical use and understanding of our technical tools, and live exercises to develop abilities.- You are going to be able to do a full immersion in the